To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Reporting & Analytics for B2C Service
Discussion List
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Incident age 'grid'Content I need to create a report which shows the age of an incident, using the field incidents.c$sla_start It would be arranged as below: Days Open: 1 2-7 8-14 15-21 22…User_2025-02-03-17-31-49-785 33 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328 -
Adding calculation from different reportsContent Is it possible to add the total calculations from 3 reports in a dashboard to a 4th report? For ex: Report 1 has total = x; report 2 has a total = Y, report 3 ha…User_2025-02-03-18-37-12-709 12 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Agent and multiple account groupsContent Hi, We are in process of replacing CRMOD service module with RightNow. In CRMOD a service user could be part of multiple groups and would only be able to view in…
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Tasks object - Today and Tomorrow ReportContent Dear Experts, We have a requirement in which we have to have different TASKS report based on the day. This is for the service reps: 1 report is to have only thos… -
Report for Total Email and Chat Incident Completed by IntervalContent i am looking for a report that will show me the total incidents completed per agent by a date range for email, and chat, which includes Custom Contact Field. i t…User_2025-02-03-20-38-38-926 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Scheduling ReportsContent Hi All, I have scheduled a report to send the mail after every 15 minutes but i am not getting any mail. Steps that I have done : 1.Created a standard report usi… -
Report to Show the "Send Receipt Email" Being SentContent Hi Everyone! I am looking for a way to report on the "Send Receipt Email" being sent for one of our clients. I have checked in the canned reports, the online KB …User_2025-02-03-22-16-06-242 40 views 5 comments 0 points Most recent by User_2025-02-03-22-16-06-242
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Chat Agent Session Report by Date When Session Spans Two DaysContent We have 24 hour contact centers, with some agents' chat sessions spanning two days (e.g. sign into chat at 10 PM one day, then signing out at 2 AM the next day).…
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Initial Assign (Abs) larger than Initial Response (Abs)Content On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the…User_2025-02-01-08-41-04-877 18 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701
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Limit on date_diffContent I'm trying to use the date_diff function in a segment to find contacts over a certain age, and am having some trouble, so I tried putting the same code in a repo… -
Displaying Business RulesContent Hi Team, Is there any method that I can create or run a report that will display all the Business Rules for my site/interface? The current method being used is t…
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Custom Objects Reporting -> Associating Accounts to Account GroupsContent Hi all, We created a custom object where one of the fields within the object is a "Accounts by Group" menu field. In the report, I added 3 columns 1. incident re…
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Problem when exporting Report to ExcelContent Hi, Our text fields appear in dissorder after exporting to Excel. It looks correct in Design & Report View Mode. What could be the problem / How can we fix this?…
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24 hour SLA excluding weekendsContent Hello! I currently have a report that uses the below expression to return the number of incidents that were not processed within 24 hours. count (if(incidents.la…User_2025-02-03-20-55-18-663 44 views 5 comments 0 points Most recent by User_2025-02-03-19-53-47-434
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Reporting on Duplicate ValuesContent We have a requirment to report on a custom object and if we find a duplicate in a certain field, show the 2 records on the report. The person who wrote the requi… -
report on mailing campaigns done last 12 months having the mailing includedContent wonder if it's possible having a report per campaign showing the mailing text and all the contacts this has been sent ? would need such for a 12 months overview …
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Joining Prod-Cat mapping in report with Answers tableContent I have a basic Answers report showing a range answers' selected products and categories. However, I only want the categories mapped to one product to appear in t…User_2025-02-01-08-32-25-828 25 views 5 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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flow2question.seq - Need survey questions in order on reportsContent Hi Everyone, In the canned reports, the survey questions are not showing in the same order in which they are presented in the survey itself. I understand from th… -
Chart colorsContent Is it possible to change chart colors manually? So that for example "complaints" would be always red in all reports. -Pekka M.User_2025-02-03-19-16-50-953 19 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Print report prints as imageContent Hi All, My team has created a report which prints the notes associated with a custom object since there is no default way to print this. My issue is now though t…
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Custom Fiscal CalendarContent Hi all – I am trying to build a monthly and quarterly report that runs automatically to coincide with our fiscal calendar. At this time I have to manually tweak …
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Can't Create Multi-edit ReportContent Just upgraded to May, 2015. Lost ability to create multi-edit report. Now when selecting multiple lines to edit, with e.g. Task and wanting to edit the Status fo…User_2025-02-03-18-56-40-556 27 views 3 comments 0 points Most recent by User_2025-02-03-17-51-39-278
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Changing filter display valuesContent Hi. I havent found a way to how change the values of "display search criteria inline". At the moment if I select to show my "Date Range" -filter in a report it s…
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Incident count for Updates within 7 days atleast 3 timesContent Hi, We have a requirement to develop a report to list incidents which have been updated (it can be any) exactly 3 times with date range last 7 days. Any ideas ap… -
filtering incidents into a queueContent Is it possible to filter incoming incidents and assign them to a specific queue based on keyword in the subject heading. e.g. any incidents with the word complai…
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Percentage CalculationContent Hi, We have a requirement of Calculating the percentage of Escalated Incidents and Cancelled Incidents, we have added two fields which gives us the value of Numb…
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Report Index QuestionContent Could anyone tell me why when I have a report that lists incident details, the report uses indexes and queries only 3.8M rows, but if I group by a variable in th… -
Reporting on Audit Trail (Incidents)Content Hi All, Hopefully someone out there can point me in the right direction. I'm rather new to RightNow, so apologies if this is a fairly obvious request. What I am …
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Search for hyperlink text?Content I am attempting to do an answer search for a website name prevalent in many of our answers. However, my search (answers.search_cpx like) will not return any answ…
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Email Alert by AgentContent Is it possible to set up an email alert to the Agent, based on the agent (logged in) once a survey is completed received with the agent as the Assignee?User_2025-02-03-20-17-22-697 18 views 2 comments 0 points Most recent by User_2025-02-03-20-17-22-697